hbr training & engagement · page 2017 oe data/ page views (oct. 1-nov. 5, 2016) 2018 oe data/...

2018 Open Enrollment

November 28, 2017

Board of Trustees Meeting

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HBR Training & Engagement

Open Enrollment: HBR Training Efforts

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• HBRs were very engaged with the Plan

throughout Open Enrollment.

• HBR trainings were held at locations

across the state and via webinar.

• 11 onsite trainings were held with 444 HBRs

attending

• 9 webinars were held with 605 HBRs attending

• The Plan partnered with NC Flex for 4 onsite

trainings with 112 HBRs attending.

Open Enrollment: HBR Updates/HBR Alerts

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Email2017 OE

(Sept.-Nov. 2016)

Average

Open Rate

2018 OE

(Aug.-Oct. 2017)

Average

Open Rate

HBR Update

Monthly Newsletter

3 issues sent to

1,500 HBRs46.6%

3 issues sent to

1,900 HBRs45.9%

HBR Alerts12 alerts sent to

up to 1,500 HBRs41.5%

10 alerts sent to

up to 1,900

HBRs

45.4%

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Open Enrollment Communications

Open Enrollment Direct Mail Campaign

• Medicare Invitation to Outreach Meetings

• Telephone Town Hall Postcards

• Enrollment Decision Guides

• Reminder Postcards

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Open Enrollment: Active/Non-Medicare Member Outreach

• 8 Active/Non-Medicare Member Outreach Events

were held in September and October across the

state with 419 members attending

• 326 attendees completed a brief online survey

regarding their event experience:

• 93% agreed that the meeting was helpful

regarding their health plan benefits

• 92% agreed that the information presented

was easy to understand

• 96% agreed that the location was convenient

• 5 Active/Non-Medicare Webinars were also

conducted with 1,171 members attending

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Open Enrollment: Medicare Outreach Events

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• 45 Medicare Outreach Events were held in

36 counties.

• 5,763 members attended

• 275 attendees completed a brief online

survey regarding their meeting experience:

• 92% agreed that the meeting was helpful

regarding their health plan benefits

• 93% agreed that the information

presented was easy to understand

• 93% agreed that the location was

convenient Pictured: Jane Schairer, Yolanda McClain, Carl Hill, Roberta

Hamby and Bryan Rigsbee.

Open Enrollment: Member Focus/Member Alerts

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Email

2017 OE

(Sept.-Nov.

2016)

Average Open

Rates2018 OE

(Aug.-Oct. 2017)

Average Open

Rates

Member Focus

(monthly)

3 issues sent to

216,000

recipients

25.3%

3 issues sent to

462,100

recipients

29.2%

Member Alerts

1 alert sent to

210,400

recipients

29.1%

18 alerts sent to

264,900

recipients

36%

Open Enrollment: Member Alerts

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Member Alerts Audience Date Sent Open Rates/Emails Sent Clicks

Open Enrollment: Positive Changes Are Coming in 2018! MA 70/30 9/26/2017 51.4% (43,540) 3%

State Health Plan Open Enrollment Begins TODAY! MA UHC 9/30/2017 33.1% (64,300) 2.20%

State Health Plan Open Enrollment Begins TODAY! MA 70/30 9/30/2017 33.4% (20,600) 5.60%

State Health Plan Open Enrollment Begins TODAY! Actives 9/30/2017 30.8% (265,700 8%

State Health Plan Open Enrollment Begins TODAY! Non-Medicare 9/30/2017 41.2% (41,300) 7.50%

Open Enrollment is Underway Non-Medicare 10/4/2017 9.8% (41,100) 0.60%

Open Enrollment: Testimonial (Pam, Dave) MA 70/30 & UHC 10/5/2017 24.5% (84,400) 1.10%

Open Enrollment: Testimonial (Martha) MA 70/30 10/10/2017 24.1% (20,600) 1.10%

Open Enrollment: Have you heard about these plans? MA 70/30 10/12/2017 21.6% (20,600) 0.40%

Open Enrollment: Testimonial (Anne Marie and Linda) MA 70/30 10/17/2017 17% (20,500) 0.80%

Open Enrollment: Interested in a plan with no deductible? MA 70/30 10/19/2017 20.8% (20,500) 0.40%

Time is Running Out for Open Enrollment Actives 10/20/2017 22.7% (264,900) 2.80%

Time is Running Out for Open Enrollment Non-Medicare 10/20/2017 29.9% (41,100) 2.30%

Open Enrollment: Testimonial (Doris) MA 70/30 10/24/2017 21.4% (20,400) 1%

Open Enrollment ends Oct. 31 MA UHC 10/26/2017 20.7% (84,200) 0.90%

Open Enrollment ends Oct. 31 Actives 10/26/2017 18.4% (264,800) 1%

Open Enrollment ends Oct. 31 Non-Medicare 10/26/2017 22% (41,100) 1%

Open Enrollment Ends Tomorrow MA 70/30 10/30/2017 20.6% (20,400) 1.60%

Open Enrollment Social Media: Facebook Posts

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Email2017 OE

(Sept.-Oct. 2016)

2018 OE

(Sept.-Oct. 2017)

Facebook Posts5 posts

1,404 people reached

28 posts

16,403 people reached

Telephone Town Hall Events

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• 3 Telephone Town Hall events were held yielding a very high level

of participation and engagement.

• 2 events for Medicare Retirees

• 1 event for Non-Medicare Retirees

• A total of 32,535 members participated with the majority of

listeners staying on the line throughout the duration of the 45-

minute call.

• The biggest measurable change from 2016 to 2017 was the

average participant duration on the call. The biggest shift was

with non-Medicare retirees, where the average time on the call

went from 3.7 minutes to 13.07 minutes.

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Improved Member Experience

Open Enrollment: Enhanced Online Experience

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• By streamlining the enrollment process we were able to reduce the number of

“clicks” required to complete the medical benefit enrollment from 50 to about 10

clicks. We also added important messaging and “check marks” to guide members

through the process.

Click 1 – Get Started


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Click 2 – Edit your coverageReminder message

“MUST TAKE ACTION”


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Click 3 – Select what kind of change you are making


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• Before the member could click the next button, there was another reminder

about the Open Enrollment timelines and the need to complete the

tobacco attestation.

Click 4 to close the message.

And Click 5 to select a plan


Click 6 to complete the tobacco attestation

Click 7 to go to the next screen


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The cost summary

indicates that member has

earned the $60 premium

wellness credit.

Click 8 to save the changes

Reminder that actions have

not been saved.


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Click 9 to complete the medical benefit enrollment

Final reminder to click

save and print the

Confirmation Statement.


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Medical Benefit Enrollment Complete

Open Enrollment: Enhanced Call Center Experience

• Opening Day: Open Enrollment kicked off on a Saturday which takes the

edge off a Monday morning start. The call center took more than 1,000

calls.

• Extended Call Hours- To ensure that members had the support they

needed throughout Open Enrollment, the Eligibility and Enrollment Support

Center had extended hours on week nights and was open every Saturday.

• Weekdays – 8:00 a.m. – 10:00 p.m.

• Saturdays – 8:00 a.m. – 12:00 p.m.

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Open Enrollment Results

Open Enrollment Results: Overall Participation

• By all accounts, simplifying the online enrollment experience has had

the desired impact:

• Call Volume: Down

• Online Enrollment: Up

• Tobacco Attestation Completion Rate: Up

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2017 2018 Improvement

Telephonic Enrollment 80,259 78,324 - 1,935 (-2%)

Online Enrollment 320,829 334,506 + 13,677 (4%)

Tobacco Attestation Completions 309,215 323,297 + 14,082 (4%)

Open Enrollment Results: Week by Week

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Week By Week 2018 OE Enrollment Activity

Online

Updates

Telephonic

UpdatesTotal Updates

Week 1 79,391 18,820 98,668

Week 2 59,326 14,565 75,044

Week 3 67,706 16,198 83,935

Week 4 77,350 18,135 95,552

Week 5 50,733 10,606 61,405

Total 334,506 78,324 414,604

• What hasn’t changed much year over year is that the first few days and the last

few days are the busiest.

Enrolled

over a 7

day

period

Enrolled

the last

2 days

Open Enrollment Results: Non-Medicare Primary Plan Selections

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242,610, 44%314,082,

56%

70/30 80/20

These are preliminary membership counts.

The final counts are not available until the first of the year.

Open Enrollment Results: Medicare Primary Plan Selections

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128,561, 76%

21,699, 13% 19,492,

11%

UHC Base

UHC Enhanced

70/30

These are preliminary membership counts. The final counts are not available until after the

Medicare Advantage Disenrollment period.

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Appendix

1. Telephone Town Halls Results

2. SHP Website OE Statistics

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Telephone Town Halls Results

Non-Medicare Listener Call Data

Listener Data for Non-Medicare Event – 10/4/17

Peak Outbound Listeners 2,659

Peak Inbound Listeners 412

Hands Raised 208

Screened 187

Total Questions Taken Live 13

Poll Votes 2,198

Average Call Duration 13.07 minutes

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Non-Medicare Dial Statistics: 2016 and 2017

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Category Count Percent

Live 7,872 25.7%

Answering

Machine

17,178 56.09%

Busy 286 0.93%

No Answer 1,769 5.78%

Web Listener 0 0%

Other 19 0.06%

Problem 3,504 11.4%

Total 30,628 100%

Non-Med Call 9/27/16 Non-Med Call 10/4/17

Medicare Listener Data

Listener Data Medicare Event – 9/25/17



Hands Raised 599

Screened 243

Total Questions Taken Live 15

Poll Votes 2,696


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Listener Data Medicare Event – 9/29/17



Hands Raised 339

Screened 242

Total Questions taken Live 12

Poll Votes 1,572


Medicare Dial Statistics First Call: 2016 & 2017

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Live 16,192 36.06%

Answering

Machine

25,335 56.43%

Busy 608 1.35%

No Answer 2,399 5.43%

Web Listener 0 0%

Other 47 0.1%

Problem 317 0.71%

Total 44,898 100%

Medicare Call 9/25/17 Medicare Call 9/22/16

Medicare Dial Statistics Second Call: 2016 & 2017

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Live 16,126 36.28%

Answering

Machine

24,689 55.55%

Busy 500 1.12%

No Answer 2,659 5.98%

Web

Listener

1 0%

Other 38 0.09%

Problem 432 0.97%

Total 44,445 100%

Medical Call 9/2816 Medicare Call 9/29/17

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SHP Website OE Statistics

SHP Website Statistics: August 1 – October 31, 2017

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Type of Data Number

Page Views 2,909,274

Visitors 497,019

New Users (visitors that had not previously viewed

the site from Aug. 1-Oct. 20)

349,902

SHP Website Statistics: Open Enrollment Period Comparison

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Page

2017 OE Data/

Page Views

(Oct. 1-Nov. 5, 2016)

2018 OE Data/

Page Views

(Oct. 1-31, 2017)

State Health Plan Home Page 794,936 547,371

Open Enrollment – Actives 210,365 228,675

Open Enrollment Page 271,749 197,676

Open Enrollment –

Non-Medicare Retirees22,438 31,805

Open Enrollment –

Medicare Retirees19,628 32,547

Website Activity: Videos and Tools

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Activity2017 OE Data

(Views)

2018 OE Data

(Views)

What’s New/Overview Video 4,209 9,680

How to Enroll Video 57,813 32,227

Testimonial Videos n/a 4,176

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